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Thursday, August 29, 2013 01:00 PM EDT / 10:00 AM PDT
 
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 In a customer service world where islands of siloed solutions have been created, many organizations are asking themselves the obvious questions: Do I have an effective strategy for my Customer Experience Management? How do I maximize my investment in CRM? Is there an easy way of increasing my agents’ productivity and improve my contact center operation? If you are asking yourself any of these questions, you are not alone. However, many organizations are finding the answer to be rather simple: an integrated solution!

Businesses have a need to create a balance between delivering a great customer experience and achieving operations excellence so they can do more with less. Extending the CRM solution beyond its traditional function can fuel your Customer Experience Management and positively impact your operations bottom-line.

Learn how to profit from your Customer Relationship Management to create an exceptional customer experience while optimizing your investment for maximum returns. In this webinar we’ll review the following:
  • The role of CRM in your contact center
  • Integrating CRM and CEM as formula for success
  • How to fuel your customer experience with multichannel interactions
  • Creating the Super Agent to achieve more with less
  • The compelling business case of an integrated solution
Join Barton Goldenberg, Founder and President of ISM, Inc. and well-established CRM guru, and George Matar, Senior Director of Product Marketing for LiveOps as they address many of these questions and discuss real world lessons learned and best practices that achieve optimal outcome for your customer-facing organizations.

Presenters

Barton Goldenberg
Founder and President
ISM, Inc.


George Matar
Senior Director of Product Marketing
LiveOps


Moderator

Stefania Viscusi
Editor
TMCnet